Overview The Operations Analyst analyzes contact center trends directly relating to the economics of the budget and forecasts interaction volume and staffing needs. This position is located on-site at our office in Wausau, Wisconsin and is not open to relocation. Responsibilities Forecast incoming interactional volume and staffing needs of the North America Contact Centers and wage forecasts using various methods including 8x8 reporting, Kronos, multiple spreadsheets, and databases; meet regularly with Manager and Sr Manager to review and adjust as necessary Develop models of statistics (historical and current) that directly relate to the economics of the call centers (call to order ratio, average handle time, etc.) and use them to forecast inbound call volume, service levels, and staffing needs, both long term and immediate Analyze daily call traffic to identify changes in trends that directly relate to staffing and budgetary guidelines Forecast interactions and staffing needs based on contingency scenarios such as changes in talk time, order volume, contact trends, agent productivity, system enhancements, and new initiatives Provide hiring summaries and ensure adequate resource allocation among Contact Centers, including managing training completion rates to predict future staffing needs Create reports in 8x8 as contact trends change to predict future changes Partner with third party BPO on staffing trends and performance Assist in day-to-day monitoring of the scheduling system and 8x8 telephony system as it pertains to Workforce Management Qualifications Bachelor’s Degree preferred with major area of study in Business Management, Statistics, Accounting, or Data Science 1-3 years related experience Preferred experience in theories of basic logic, query logic, and 3- dimensional logic Strong analytical, interpersonal, written, and oral communication skills Experience with Microsoft Office Suite Ability to organize and prioritize a variety of projects and tasks to meet deadlines Ability to handle confidential information Detail-oriented Knowledge of Aspect staffing software a plus Experience with 8x8 Call Management system a plus #LI-AF1 Benefits The annual base salary is $55000 / year. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below. Foot Locker Benefits: Employee Discount Paid Time Off Medical | Dental | Vision Coverage 401(k) | Roth 401(k) Stock Purchase Plan Life Insurance Flexible Spending Account Opportunities for Advancement Tuition Reimbursement for Qualified Courses Strong Company Culture Employee Resource Groups